Cisco Cisco IP Contact Center Release 4.6.1 Guía Del Usuario

ICM WebView Online Help

Peripheral, Route, and Routing Client Reportsroutes07: Route Tasks, Averages and Service Levels Real Time Report

The number of tasks to the service or route that are in queue at the 

peripheral.
Derived from: Route_Real_Time.CallsQNow

The average time that tasks spent in the queue for a route or service. Delay 

time can also take into consideration abandoned tasks. For example, the 

DelayQAbandTimeToHalf is the sum of delay time for all tasks to a route or 

service that were abandoned in queue during a half-hour interval.
Derived from: Route_Real_Time.CallsQNowTime * 1.0 / 

Route_Real_Time.CallsQNow

The time that the longest call in queue for the service or route has been in the 

queue.
Derived from: DateDiff(ss, Route_Real_Time.LongestCallQ, 

Controller_Time.NowTime )

The number of tasks offered to a specific route or service. An offered call is an 

incoming call or internal call that is sent to a specific route or service. In 

real-time data, a call is counted as offered as soon as it is sent to the route, 

service, or service array.
Derived from: Route_Real_Time.CallsOfferedTo5

The number of tasks handled by a specific route or service. A call is counted as 

handled when it is finished. For example, the CallsHandledTo5 field counts the 

number of tasks that finished during the five-minute interval. These tasks 

might have been answered before the interval began.
Derived from: Route_Real_Time.CallsHandledTo5

The percentage of calls handled during the current five minutes.
Derived from: (Route_Real_Time.CallsHandledTo5 ) * 1.0 / ( 

Route_Real_Time.CallsHandledTo5 + Route_Real_Time.CallsAbandQTo5 )

The number of tasks to a service or route that were abandoned during the 

interval (for example, during the current half-hour). An abandoned call is a 

call in which the caller hangs up before the call is answered.
Derived from: Route_Real_Time.CallsAbandQTo5